Guest Services Agent

Job Description

** The anticipated start date for this position is between March 15th and April 1st **

The Company and The Resort

Tanzerra Resorts is a leading international luxury resort company, renowned for providing unparalleled guest experiences in unique and iconic destinations. Each Tanzerra Resort is as unique as its location, offering an exceptional blend of luxury, comfort, signature experiences, world-class culinary arts, and private events that cater to discerning travelers and event planners from around the globe. We are committed to delivering outstanding, personalized service and creating memorable stays for our guests and focus on caring for our team members just as much as we care for our guests.

The Tides Inn is a beloved waterfront, luxury resort nestled on Carter’s Creek in Irvington, Virginia. The property has been a cherished destination for generations and has recently undergone a number of renovations and enhancements that are helping elevate the brand and overall experience. The Tides features 70 luxurious accommodations, tennis and pickleball courts, wellness treatments, a working farm, Markers Space (for artistic activities), its own marina and two distinct restaurants, Salt & Meadow Restaurant and Fish Hawk Oyster Bar.

As it has evolved, the Tides Inn is becoming more widely recognized for its elite programming, culinary experiences, commitment to environmental stewardship, and world-class hospitality.

Job Summary

The Guest Service Agent will represent the resort throughout all stages of the guest's experience. The Guest Service Agent will welcome the guest at check-in and expedite the processing of their account at departure. The Guest Services Agent will provide prompt and courteous assistance to resort guests and future guests to ensure an exceptional guest experience. .

Essential Functions and Responsibilities

Regular and Reliable Attendance is an essential function of this role.

Address guest questions and concerns promptly and effectively.

Maintain a high level of customer service with everyone.

Check-in and/or check-out guests efficiently.

Verify guest information, address, credit card signature, rate and length of stay.

Obtain appropriate credit card authorization for the guests stay.

Post additional charges to guest accounts during their stay.

Knows room locations, types of rooms available, and room rates and slip rates.

Exemplified the Tides Inn high standard of hospitality to all guests.

Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and part-day rooms.

Possesses a working knowledge of the reservations department.

Maintains key control and key security for guest room keys.

Knows how to use the front office equipment.

Follows procedures for issuing and closing safe deposit boxes used by guests.

Complete other projects assigned by the Guest Services Manager.

Attend monthly meetings and all scheduled one-on-one meetings

Uses proper mail, package and message handling procedures.

Coordinates guest room maintenance work with the engineering and maintenance or housekeeping departments.

Reports any unusual occurrences or requests to the Manager, the Director of Operations or the M.O.D.

Knows all safety and emergency procedures. Is aware of accident prevention policies.

Handle guest complaints courteously, offer solutions and follow through to a satisfactory conclusion.

Adjust, where appropriate, any charge that a guest questions and record for accounting department.

Document and communicate effectively.

Other duties as assigned

Core Competencies

Individual Contributor Role: Customer Focus, Dealing with Ambiguity, Functional & Technical Skills, Action Oriented, Self Development.

Qualifications

High school degree or equivalent required.

Prior hotel/resort front desk experience preferred.

Must be able to work weekends and holidays.

Must have strong organizational skills

Excellent written and verbal communication skills

Able to perform and prioritize multiple tasks with ease.

Strong Computer skills preferred.

Strong guest and team member relations skills.

Familiar with hospitality computer software i.e. Maestro, Oracle, Executech, etc, preferred.

Physical Requirements

Work Environment: Work is primarily performed in an indoor, hotel – public space- environment; navigation of property, indoor and outdoor in varying weather conditions.

Equipment Used: Computer, Phone, Intercom,

100% standing with occasional walking and bending

Lifting/Carrying up to 20 lbs.

Hearing and Manual dexterity

Distance vision 1-3 feet

Must have exceptional communication and telephone skills.

Driving Requirements: Golf Cart, Guest Vehicles, Transportation of others, (Motor Vehicle Record Monitoring may be required).

Other

Full-time